The Director of Patient Experience Excellence is a strategic leader responsible for shaping and advancing a system-wide culture of exceptional patient experience. Partnering with executive, clinical, and operational leaders, this role develops and drives innovative strategies, performance goals, and measurable outcomes that elevate service excellence and strengthen the experience for every patient and family we serve. The Director leads patient feedback and survey programs, complex complaint resolution, and initiatives that foster continuous improvement and meaningful engagement. This role also provides strategic oversight of interpreter and language services, ensuring culturally responsive and accessible communication, as well as Volunteer Services, including program development and growth. Through collaboration, coaching, innovation, and data-driven leadership, the Director will help create a patient-centered culture where every interaction makes a difference.

Essential Duties and Responsibilities

• Works with Vice Presidents and other organizational leaders to assist in developing and implementing comprehensive patient experience strategy. This strategy will align with system-wide goals and expectations.
• Oversees the Patient Experience Department, budgets, goals and objectives, action plans, and operations.
• Interviews, selects, provide direction and monitor the performance to the Patient Experience Team.
• Oversees the operation of the Customer Experience Specialist Program and the management of all Customer Experience Specialists - this includes ongoing education, training, and auditing of core competencies for these partners.
• Initiates/facilitates complaint and grievance process management (intake, investigation, processes, response, file maintenance, reports)
• Manages service quality/recovery accountability system allowing data retrieval and report generation by case and aggregate.
• Deploys and implements approved system-wide patient survey plan including acting as vendor website administrator, survey process management, and standard report writer.
• Maintains all CRD process functions with accurate records and timely reports.
• Participates in Quality improvement teams providing customer perspective and support of QI process.
• Supports and participates in Culture of Excellence and Patient Experience teams
• Knowledge and supports compliance with regulatory standards for customer and civil rights.
• Shares oversight and management of Patient Experience tools, including digital rounding tools with the Nursing Services Offices. Assists in best practice sharing of the tools with facilities throughout the system.
• Develop and implement initiatives to enhance experience and satisfaction in collaboration with other departments, using data and metrics to meet objectives and strategies.
• Works individually with departments to review data and establish workflow/process improvements to achieve improved results.
• Promote hospital-wide accountability in support of the patient experience through reporting mechanisms and development of action plans designed to improve the experience.
• Provide direction for clinical and administrative managers to transform disparate departments into a consistent high service, patient focused practice. Anticipate, troubleshoot and resolve obstacles or conflicts that may impede service delivery.
• Accountable for the administration, direction, coordination and control of services and resources related to Interpretive Services across the Mercyhealth organization.
• Monitor performance of contracted language services to ensure compliance, quality, and cost-effectiveness.
• Together with Volunteer Services leader, directs all activities of the Volunteer Services Department, including recruitment, orientation, and development and implementation of new programs.
• Coordinates volunteer projects with other Mercy departments and with community agencies. Serves as a liaison between Mercyhealth Administration and Auxiliary Board.
• Support the connection between employee engagement and service excellence education by working closely with Organizational Development and Human Resources.
• Work to develop key metrics and reporting tools to track and measure the patient experience and improve overall performance. Benchmark with key healthcare organizations to identify emerging trends in patient service initiatives.
• Acts as a champion at all times of CMOS skills and service excellence.
• As appropriate, interacts with patients daily to ensure the effectiveness of current strategies and initiatives and to engage in proactive service recovery.
• Organizes and facilitates the successful development of a Patient and Family Advisory Council (PFAC) as assigned.

Education and Experience

• Master's level education in a healthcare related field required.
• Experience in healthcare and customer service highly desirable.
• Knowledge of current and emerging best practices for patient and family experience and service excellence preferred.

Certification and Licensure

• Certification in Patient Experience is preferred.

Supervises

Directly supervises leadership structure of Patient Experience Excellence, Customer Relations, Interpreter Services, and Volunteer Services as structured to meet the needs of the organization. Supervisory responsibilities are conducted in accordance with directives of management, the organization's policies, and applicable laws.

PAY RANGE:

$124,786.22 - $199,657.95

Mercyhealth offers competitive pay and a comprehensive benefits package including:

• Medical, Dental, Vision
• Life & Disability Insurance
• FSA/HSA Options
• Generous, accruing paid time off
• Paid Parental and caregiver leave
• Career advancement and educational opportunities
• Tuition and certification reimbursement
• Certification Reimbursement
• Well-being Programs
• Employee Discounts
• On-Demand Pay
• Financial Education
• Annual recognition/awards events
• Partner appreciation days
• Family entertainment/attractions discount
• Community service/improvement opportunities

Click here for more details regarding Mercyhealth Careers Benefit Information.